The player from Germany had deposited 50 euros and successfully increased his winnings but faced issues when he attempted to withdraw 150 euros. After requesting the payout, he was informed that his bonus had been canceled, and he expressed frustration with the unhelpful support and discrepancies in the payout interface compared to the website's descriptions. He had been concerned about not receiving his funds. The issue was resolved as the player marked the complaint as resolved, indicating that the casino had successfully processed his withdrawal.
Hertzbetz Casino - Player's withdrawal is delayed and bonus is canceled.
Resolved
Our verdict
Case closed
Amount: €150
Hertzbetz Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
Hello, I deposited 50 euros and promptly quadrupled my deposit on the first slot.
150 requested for withdrawal, lost the rest.
For my first deposit, I used the FIESTA bonus for 200 FS, which was subsequently granted to me with the explanation that the bonus wasn't intended for newcomers. Which isn't stated anywhere...
After my request for a payout, one of the free spins disappeared with the statement from the live chat that I had supposedly canceled it.
Support wrote that because I requested a withdrawal, the bonus was canceled. For whatever reason...
I looked a little over the website regarding payouts etc...
They explained everything nicely with pictures, but the pictures don't reflect the reality. My payout interface looks different than the pictures show.
In the picture from the casino help, you can see that the bonus is canceled; you even have to confirm it...
Now, after everything I learned through Google, I'm afraid I won't get my money.
They write on their site:
Most requests are processed within 2 hours, and 80% of withdrawals are processed within just 10 minutes.
Neither of these applies, which worries me and I'm asking for help.
A chat log was not sent to my email either.
The support is absolutely not helpful, incompetent and unnecessary as they always just give the same old text.
Always forward everything to the responsible departments and put things off
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Hertzbetz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise when you registered an account and made the first deposit?
- Based on the bonus description, you were supposed to get two packs of 100 FS. Did you only receive the first part of the bonus (100 FS) on the same day?
- Have you finished the wagering requirements of the full bonus or only the 1st pack before requesting a withdrawal? Were you notified about it by a pop-up message, or was there any bar progress visible?
- Can you provide details about the communication you received regarding the cancellation of the bonus? You can attach screenshots here or send the communication to my email at natalia.b@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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6 months ago
TranslationI didn't even activate the bonus because I only had three days to do so!
There was no pop-up and no progress bar because the bonus was NOT YET activated.
My payout from yesterday was also simply cancelled without any explanation so far
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6 months ago
TranslationThe same message always comes from only one and the same employee
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6 months ago
TranslationI sent a new withdrawal request. They say account verification is required, but my account is verified! This sounds like a stalling attempt to me.
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6 months ago
TranslationI just spent ages discussing this with support and explained that I have taken further steps.
I just received a successful email, but I'll wait and see if the payout actually goes to my MasterCard. They want to process it shortly. I'm curious. Do you know how long a payout to MasterCard takes? 
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6 months ago
TranslationIt's pointless with this casino, apparently it failed, and the second withdrawal also apparently failed. The support window won't open anymore. They seem to have blocked it. 
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6 months ago
TranslationWithdrawals allegedly failed because Revolut was unavailable...
One lie after another!!!!
I asked Revolut and they didn't try to load money onto my card
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6 months ago
TranslationNeteller withdrawal is still waiting for approval which will fail 99.9% anyway,
And the supporter gives me new messages:
What do you say about this as an outside party???
Their license should be revoked
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6 months ago
TranslationMoney will be guaranteed by support once the new payment method has been accepted 🤷♂️
Don't trust the whole thing
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6 months ago
TranslationThere was a happy ending with VISA via Klarna and a competent supporter who was really able to help me and sorted it out right away 👍
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear FullRisk,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Natalia
